Remote AI-Driven Solutions Analyst (Healthcare SaaS)

PointClickCare; United States; Remote; USD 58,000 - 63,000; Full time

Benefits offered by this job

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Job summary

PointClickCare is seeking a Solutions Analyst to manage technical integrations and provide high-quality, customer-facing support for our cloud-based clinical applications. You will be the liaison between customers and internal teams, solving complex issues and ensuring service excellence.

You will work with CRM platforms like Salesforce Service Cloud or Zendesk, while collaborating with Product, Engineering, and QA to improve processes and outcomes.

Qualifications

• 1–2 years of SaaS support or technical/operations support experience.
• Familiar with CRM/help desk platforms (e.g., Salesforce Service Cloud or Zendesk).
• Experience supporting and troubleshooting web-based SaaS applications.
• Experience collaborating with cross-functional technical teams (Product, Engineering, QA).
• Strong communication skills and the ability to manage customer expectations.

Responsibilities

• Provide empathetic, high-quality support to clients using our clinical applications.
• Develop deep expertise in our cloud-based software to support clinical workflows.
• Troubleshoot technical issues via logs, research, and problem recreation.
• Collaborate cross-functionally to ensure customer satisfaction and timely resolution.
• Document interactions and resolutions in the help desk system.
• Be available to work Weekdays 11 AM–8 PM EST; overtime, weekends, holidays, and on-call shifts as needed.

Skills

SaaS support

Cross-functional

Troubleshooting

Customer service

CRM help desk

Communication skills

Technical aptitude

Observability tools

Tools

Salesforce Service Cloud

Zendesk

Job description

PointClickCare is seeking a Solutions Analyst to manage technical integrations and provide high-quality, customer-facing support for our cloud-based clinical applications. You will be the liaison between customers and internal teams, solving complex issues and ensuring service excellence.

You will work with CRM platforms like Salesforce Service Cloud or Zendesk, while collaborating with Product, Engineering, and QA to improve processes and outcomes.